Complaints Procedure
The following procedure will be adopted for dealing with complaints about the Council’s
administration or its procedures. Complaints about a policy decision made by the
Council will be referred back to the Council, or relevant Committee, as appropriate, for
consideration.
This procedure does not cover complaints about the conduct of a member of the Parish
Council. Any complaint that a Councillor may have breached the Council’s adopted code
of conduct should be referred to Broxtowe Borough Council, Director of Legal & Planning
Services, Complaints & Monitoring Officer, Council Offices, Foster Avenue, Beeston,
Nottingham, NG9 AB.
If a complaint about procedures, administration or the actions of any of the Council’s
employees is notified orally to a Councillor, or to the Clerk to the Council, a written record
of the complaint will be made, noting the name and contact details of the complainant
and the nature of the complaint.
The complainant will be asked to put the complaint in writing (letter/e-mail/standard form)
to the Clerk to the Council at the Parish Office, The Lane, Awsworth, Nottingham, NG16
2QQ. The complaint will be dealt with within 21 days of receipt. Refusal to put the
complaint in writing does not necessarily mean that the complaint cannot be
investigated, but it is easier to deal with if it is.
If the complainant prefers not to put the complaint to the Clerk to the Council (because
the matter relates to the Clerk, for example,) he or she should be advised to write to the
Chairman.
(a) On receipt of a written complaint, the Clerk to the Council (except where the
complainant is about his or her own actions) or Chairman of Council (if the complaint
relates to the Clerk), will seek to settle the complaint directly with the complainant. This
will not be done without first notifying any person complained about and giving him or
her an opportunity to comment. Efforts should be made to resolve the complaint at this
stage.
(b) Where the Clerk to the Council or a Councillor receives a written complaint about the
Clerk’s actions, he or she shall refer the complaint to the Chairman of Council. The Clerk
to the Council will be formally advised of the matter and given an opportunity to comment.
The Clerk to the Council (or Chairman) will report any complaint disposed of by direct
action with the complainant to the next meeting of the Council.
The Clerk to the Council (or Chairman) will report any complaint that has not been
resolved to the next meeting of the Council. The Clerk will notify the complainant of the
date on which the complaint will be considered and the complainant will be offered an
opportunity to explain the complaint to the Council orally.
Matters relating to Grievance or Disciplinary proceedings that are taking, or are likely to
take place, should be dealt with in accordance with the Council’s grievance and
disciplinary procedures.
The Council may consider whether the circumstances of any complaint warrant the
matter being discussed in the absence of the press and public, but any decision on the
complaint will be announced at the Council meeting in public.
The Council may consider in the circumstances of any particular complaint whether to
make any without liability payment or provide other reasonable benefit to any person
who has suffered loss as a result of the Council’s maladministration. Any payment may
only be authorised by the Council after obtaining legal advice and advice from the
Council’s auditor on the propriety of such a payment.
As soon as possible after the decision has been made (and in any event not later than
10 days after the meeting) the complainant will be notified in writing of the decision and
any action to be taken.
The Council may defer dealing with any complaint if it is of the opinion that issues arise
on which further advice is necessary. The advice will be considered and the complaint
dealt with at the next meeting after the advice has been received.
Local Government Act 2000 S92 (payments in cases of maladministration).